Service Desk Analyst L1

Description

Summary: This role delivers high-quality, customer-centric IT support to employees across multiple regions, acting as the first point of contact for IT incidents and service requests in a metric-driven environment. Highlights: 1. Deliver professional, friendly, and effective first-line IT support to end users 2. Work in a KPI and SLA-driven environment, ensuring adherence to targets 3. Contribute to continuous service improvement through accurate ticket handling Job Summary: This role is a key part of our end\-user support function and is focused on delivering high\-quality, customer\-centric IT support to employees across multiple regions. You will act as the first point of contact for IT\-related incidents and service requests, ensuring timely resolution while maintaining a consistently high level of customer satisfaction. The role operates in a metric\-driven environment, where performance is measured against defined KPIs such as SLA compliance, first\-contact resolution, ticket quality, and user satisfaction scores. You will be working with other Service Desk agent peers located in three strategic regional centers. The successful candidate will be comfortable working with ServiceNow and contributing to continuous service improvement through accurate ticket handling and high\-quality documentation. Responsibilities: **Customer Support \& Service Excellence*** Deliver professional, friendly, and effective first\-line IT support to end users * Maintain a high level of customer satisfaction (CSAT) by setting clear expectations and providing timely updates * Ensure all interactions meet internal service quality standards * Handle user communications with empathy, clarity, and professionalism * Handle VIP and all other escalations ensuring timely response and proactive updates until resolution. **Incident \& Request Management*** Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow * Work in a KPI and SLA\-driven environment, ensuring adherence to response and resolution targets * Perform initial diagnosis and troubleshooting for technical issues * Resolve Level 1 capable Incidents/Requests * Escalate complex issues to L2/L3 support teams with clear and complete documentation * Follow ITIL\-aligned processes for Incident, \& Request, and Knowledge Management **Technical Support Scope*** Provide Level 1 support for: * Windows 11 and Apple Mac OS endpoints * Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, etc.) * Active Directory (password resets, account unlocks, basic access provisioning) * Basic hardware, application, VPN, and network connectivity issues * All Grant Thornton standard hardware and software **Knowledge Management \& Documentation*** Create, update, and maintain knowledge base articles in ServiceNow * Document common issues, troubleshooting steps, and standard operating procedures * Actively use knowledge articles to improve first\-contact resolution and reduce repeat incidents * Contribute to continuous improvement of support processes and self\-service resources **Operational \& Compliance Responsibilities*** Ensure compliance with internal IT security, data protection, and access control policies * Participate in global shift rotations, including early morning or late evening shifts * Collaborate with global teams to improve service quality and operational efficiency * Proactively recommend enhancements to Service Desk processes Skills and Experience: Proficiency in English and Spanish (Oral and writing at 85% or higher), with a minimum of B2\+ level proficiency in both languages being a requirement.* A high school degree is a prerequisite for this position. * 1\-3 years of technical support experience with a strong understanding of IT support best practices and frameworks, such as ITIL (Information Technology Infrastructure Library). **Hands\-on experience with:*** Windows OS and Apple macOS * Microsoft 365 applications * Active Directory (basic user administration) * ITSM tools (e.g. ServiceNow, Remedy, Jira Service Management, or similar) * Apple IOS and Android device troubleshooting * Networking concepts (VPN, DNS, LAN/WAN) * Endpoint security fundamentals * Strong customer service orientation and problem\-solving skills * Ability to work under pressure and manage multiple tasks * Willingness to learn and develop in a fast\-paced IT environment * Work well within a geographically dispersed team **Nice to have:*** Pursuing a degree in Computer Science, Engineering, IT or equivalent working experience. * ITIL Foundation certification or practical ITIL knowledge * Experience in a shift\-based or global support environment